CSM Magazine
OCTOBER 15, 2019
Thanks to their interactions with service providers in other industries, people expect their utilities to provide the same seamless experience they encounter elsewhere. When it comes to providing that kind of experience, the best place to start is with customer communications. Digital innovation and customer expectations.
Team Support
JANUARY 9, 2024
There are more ways than ever for customers to get in touch with tech support. Ever wonder what customer service looked like 50 or 60 years ago? Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next.
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CSM Magazine
NOVEMBER 11, 2015
Attributing this to striving for excellence in customer experience, the business has been awarded Gold Trusted Merchant status from the global feedback engine Feefo for achieving a 100 per cent customer service rating provided by over 500 customers in the last year Posting a £1.3
Upstream Works
JUNE 9, 2022
It was 2006 and it was way ahead of its time – providing omnichannel agent desktop capabilities long before the concept of “omnichannel” was formed. To use technology to help simplify, streamline and improve the agent experience and, by extension, the customer experience.
CSM Magazine
JANUARY 29, 2024
Pass these along to your language services provider as well. This can help them facilitate communication intended to educate and answer prospective beneficiary questions, even if an interpreter is not needed. Kristin joined the company in 1999, rising to CEO in 2006. Furnish agents with informational scripts.
CSM Magazine
MARCH 13, 2020
For organizations that experience high levels of churn, as seen in the mobile telecoms, insurance and energy sectors, a seamless customer journey can make the difference between keeping them onboard for another year, or losing customers to your nearest competitor.
GetFeedback
JANUARY 12, 2020
Customer service takes too long to answer the phone. But what about customer requests that, if implemented, would undermine the brand promise? Southwest gets lots of negative feedback on their boarding approach and yet decided that fixing this problem would raise costs and eventually cause customers to defect.
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